ITSM Change Practitioner

About the role

Avanade, part of Accenture, is looking for an ITSM Change Practitioner to advise on, lead and deliver high-impact activities across the systems development lifecycle and the wider information technology function. The role suits an experienced ITSM practitioner who can turn technical and operational information into well-governed change outcomes, work across multiple teams and take responsibility for decisions.

Key responsibilities

• Manage a wide range of processes and support teams to change IT infrastructure and environments
• Develop and implement strategies to improve service management processes and operational efficiency
• Provide expert guidance on complex technology challenges and influence decisions across teams
• Share insights and best practices to continuously improve systems development lifecycle practices
• Work with stakeholders so technology solutions match organisational goals and projects succeed
• Identify risks and opportunities in technology operations and promote proactive problem solving
• Promote consistent ITSM practices, governance, documentation standards and continuous improvement across the change lifecycle

Required profile

• Australian citizenship is required; security clearance is highly regarded
• Experience leading or advising on high-impact technology change across the systems development lifecycle
• Ability to assess change impact, delivery risk, technical dependencies, stakeholder readiness, test evidence, implementation plans and rollback arrangements
• Strong facilitation and stakeholder-management skills with technical teams, service owners, project teams, delivery leaders and clients
• Experience keeping clear change records, governance evidence, reports, operational documentation and stakeholder communications
• Preferred: experience in IT service management, technology consulting, change enablement, service delivery or operational governance, and a bachelor's degree or equivalent practical experience

Required skills

• Advanced ITSM, including change governance, controls, risk assessment, scheduling, implementation readiness and review
• Intermediate ServiceNow ITSM Problem Management
• Experience using ServiceNow ITSM for change records, workflows, approvals, evidence, reporting and governance
• Knowledge of Technology Assessment, SDLC and ALM practices
• Desirable: ITIL v4 or higher, ServiceNow and other service management certifications, and ongoing professional development